How to treat property management

First, establish rules and regulations and strengthen training.

"Without rules and regulations, there will be no Fiona Fang", and rules and regulations are the guarantee for doing a good job in property management services. In order to standardize management and service and realize scientific, standardized and institutionalized management, management must start from the foundation, and establishing and perfecting various rules and regulations is the criterion and foundation of property management service. The management responsibilities of each department are as follows:

Responsibilities of management office director, management office service center director, cleaner, doorman, inspector, maintenance supervisor, greener, decoration management regulations, public security management regulations, greening management regulations, and safe electricity and water use regulations.

Training is the way to improve the company's professional quality, ideological quality and overall management quality. Continuous training for employees at all levels at different stages is an important guarantee for the successful completion of various service contract entrusted projects. According to the actual situation, employees with ideals, consciousness, ability, comprehensive quality and modern enterprise management consciousness are cultivated in the management team by stages. Our company has repeatedly adopted training methods such as inviting in and sending out, learned the management mode of advanced enterprises, and dutifully completed all the work in combination with the actual situation of the company.

The main purpose of training is to improve the comprehensive quality of management service providers, improve the work behavior of employees in management skills and other aspects, and improve the quality, skills and management service level of enterprise managers, so as to achieve the completion of property management objectives and tasks.

Second, strengthen publicity and promote harmony.

At first, government agencies implemented property management and charged a certain fee. Some government officials and people have lived in a planned economy for a long time, and their thoughts need a process of transformation and understanding. On the one hand, we should publicize the relevant laws and regulations of property management, establish the consciousness of spending money on services, and understand the content and quality standards of our service work, so as to facilitate the support and cooperation of our work and timely supervision and guidance. On the other hand, it enriches the content and form of publicity and improves the quality of life of the owners.

The publicity contents include laws and regulations, property management knowledge garden, practical politics, health care, common sense of life, interesting humor, various notices, friendly tips and so on.

There are various forms of publicity. In order to avoid the boring propaganda effect, we adopt the propaganda method of "changing large pieces into small pieces, changing once into multiple times, changing concentration into dispersion, and changing single into diversity".

Third, be brave in innovation and improve service.

1. Establish a service center. Set up a service center in each district management office, open a service hotline, receive inquiries and complaints, understand the needs and information, then analyze and sort them out, deal with them in time according to the situation, give accurate and detailed explanations and answers, report them to relevant departments in a classified manner, communicate and record the results, and get a satisfactory answer with only one phone call, so that owners can enjoy the most intimate service without leaving home.

2. Establish an association. Owners of different classes are hired to set up condominium associations, and property service personnel will regularly report to the members of condominium associations on all stages of management and service, and the responsibilities and scope of entrusted management and service, so that they can personally feel our service work and support us. For example, in the process of implementing some management regulations, we must rely on everyone's understanding and cooperation. On the other hand, the members of the Association can give timely feedback to the voices of our owners and supervise and guide our service work, so that we can adjust our service work in time.

3. Set up a "director's suggestion box". The director's suggestion box, which is directly mastered by the director of the community management office, collects the opinions and requirements of the owners and employees on the service work at any time to ensure the authenticity and timeliness of the information, thus ensuring the high quality and efficiency of the service. In addition, the director of the management office visits the owners regularly to listen to their ideas and suggestions and understand their voices, so as to improve the service.

4. Carry out convenience services. Our company provides the following paid convenience services in the community management office:

(1) book a taxi; (2) Contact the tutor's representative; (3) Hotel reservation; (4) collecting and washing clothes; (5) contact the courier; (6) Subscribing for newspapers and magazines; (7) Booking air tickets and train tickets; (8) Contact the takeaway service representative; (9) collecting and remitting business expenses; ⑽ Indoor maintenance; (1 1) domestic hourly workers; (12) Indoor flowers for rent.

Fourth, standardize management and serve sincerely.

Property service contract is the fundamental and directional criterion of property management. We strictly perform the entrustment contract, requiring each employee to standardize the service and do a good job in the service, mainly including:

1, safety management. Safety management is an important part of property management. We actively assist local public security organs and fire departments to do a good job in public security prevention, vehicle management and fire fighting. For example, doormen register visitors, property security guards patrol 24 hours, and strictly control people outside the area to enter at will. Through our strict management, the security of the community has been guaranteed. For example, on the evening of August 14, 2005 12: 50, two suspects who stole bicycles were arrested in the government community and handed over to the public security organs for handling. In recent years, 38 criminal cases and potential safety hazards have been eliminated through investigation.

2. Clean environment. Environmental cleaning is the most intuitive work in property management. We have formulated the cleaning workflow and service quality standards, and created a clean and beautiful living environment for the majority of owners in strict accordance with the system requirements. We have established a full-time cleaning system, requiring all employees to find sundries and pick them up at will, so as to "lead a clean life" and not lose the health blind spot, which not only improves the cleaning efficiency, keeps the environment clean, but also gives the owners a reminder and spur.

3. Maintenance service. Water and electricity maintenance is closely related to the life of every owner. Patrol and inspect all kinds of public facilities every day, repair them in time when problems are found, and report to the owner for repair, so that minor repairs cannot last long, medium repairs cannot last long, and major repairs cannot last long. Maintenance work is always carried out in daily life, the qualified rate of maintenance is over 98%, and the return visit rate is 100%. In recent years, we have received more than 2800 maintenance services and made records. When water and electricity are cut off, we will inform the owner in time and make relevant preparations to bring convenient and caring services to the owner's life.

4. Decoration management. We signed a decoration management agreement with the owner in accordance with relevant laws and regulations, and defined the procedures, scope, time, responsibilities, management authority and charging standards. Renovation, and regularly inspect the construction site to stop violations in time, such as: an owner in a certain district illegally dismantled the load-bearing wall during indoor decoration. After repeated persuasion and communication, we sued the court according to the property management regulations. The residents of another residential area were left over from the demolition at that time. Without the consent of any department staff, illegal structures were built in front of their own houses, which seriously affected the beauty of the whole community. After many visits by the staff of our company, I was moved by emotion, made sense of it, did ideological work repeatedly, and finally took the initiative to dismantle illegal buildings. Through our standardized service and humanized management, the legitimate rights and interests of most owners are guaranteed, and the overall appearance of the community is unified, beautiful and harmonious.

5. Document management. Our company attaches great importance to the establishment and management of archives. Based on the principles of safety, integrity, confidentiality and easy access, the archives of residential houses and facilities, the archives of owners' basic information and the archives of daily management services have been established.

Verb (the abbreviation of verb) realizes the service goal of "making you feel comfortable, assured and satisfied"

Comfort: We clean the roads, green belts, stairs, walkways, handrails and top surfaces of the community every day to keep the overall environment of the community clean and beautiful. During holidays, by placing flowers, planting green plants and hanging banners and slogans, we will create a good holiday atmosphere in the community and create a comfortable living environment for the majority of owners.

Peace of mind: in addition to providing daily safety precautions, maintenance, cleaning, etc. We will also provide various services such as housekeeping and agency needed by the owners in their daily life. Just a phone call will keep the owner indoors, solve all the difficulties in life and reassure the owner.

Rest assured: Equipped with suitable doormen, after strict training, we will formulate a set of strict work flow and perfect safety prevention system, and implement standardized management of theft, robbery, fire control, vehicle management and civil dispute handling in the community, so as to reassure the owners.

Satisfaction: Our company implements professional and standardized management and services in residential property management services in strict accordance with laws and regulations, and all kinds of paid services are clearly marked, which constantly exceeds the expectations of owners for services and values, so that owners can enjoy value-for-money services and satisfy them.

We will take yesterday's success as today's starting point, take new steps, move towards a better tomorrow, and realize the coordinated development of economic, social and environmental benefits.